Call Center TechnologiesCall centers utilize technologies like SIP, VoIP, and PRI to receive and process large volumes of calls as efficiently as possible. In recent times call center technologies have advanced with cutting-edge mechanisms and features.

Let’s have a decent look at call center technologies and how they work. Carrierbid provides business and telecom consulting services and today our experts will walk you through the business insights, cutting-edge technologies, and features of an advanced call center.

Automatic Call Distribution (ACD)

ACD is the abbreviation of Automatic Call Distribution which is a telephone system that automatically receives incoming calls and distributes them to available service representatives.

How it works: 

Call centers need to manage a large and somewhat unpredictable number of calls.  ACDs are function of a PBX and manage the incoming call flow.  They help reduce the time a call stays in queue, send callers to the most appropriate department and evenly distribute the number of calls to the available service reps.

The result:

Your call is answered in a reasonable amount of time by a representative that hasn’t been overworked.

Call recording

Call recording is a standard call center feature that automatically or manually records phone or video calls.

How it works:

Entire calls are recorded digitally.  Recorded calls are organized by date and time and can be accessed for training, legal and other purposes.

The results:

The representative handing your call is going to be on his or her best behavior and you’re going to lose any argument if you try to reverse a previously recorded statement.

Screen Pops

Screen pop is a call center term used in call centers to describe a feature that allows a customer information screen to “pop” into an agent’s computer screen as the agent answers the client’s call.

How it’s supposed to work:

Screen pops are derived from the use ANI and DNIS technology.  ANI is Automatic Number Identification, or Caller ID, and helps identify the calling party.  DNIS stands for Dialed Number Identification Service and can determine what number was dialed.

Screen pops are a result of Computer Telephony Integration and supply the service rep information like your account number, calling location and other account details.

What really happens:

You call in and enter your account number, the last four digits of your SSN, choose from a menu of service and department options… and the person who answers acts like they stumbled upon your call and asks you to repeat everything.  Either the technology doesn’t always work or its purpose is defeated by privacy laws and distrusting customer service reps.

Voice Recognition

Speech recognition recognizes words or phrases in spoken language and natural speech and transforms them into a machine-readable format.

How it’s supposed to work:

Voice recognition software replaces keypad selections in Interactive Voice Response (IVR) systems.  This technology is meant to reduce the cost of handling customer calls and make automated call management seem more natural.

What really happens:

The IVR doesn’t correctly interpret your spoken word; you become frustrated and swear at your phone before pushing zero to speak to a live representative.

Our experts have talked about some of the call center technologies, If you have any queries visit our telecom consulting FAQs or submit the web contact form below of this page to contact one of our telecommunication experts.

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